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~person:"Gustafsson, Anders"
~subject:"Consumer behaviour"
~type_genre:"Article in journal"
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Consumer behaviour
Customer service
9
Dienstleistungsqualität
9
Kundenservice
9
Service quality
9
Customer satisfaction
8
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8
Kundenzufriedenheit
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Gustafsson, Anders
Miao, Li
7
Mattila, Anna S.
5
Voorhees, Clay M.
5
Barnes, Donald C.
4
McColl-Kennedy, Janet R.
4
Medler-Liraz, Hana
4
Seger-Guttmann, Tali
4
Sirianni, Nancy J.
4
Baker, Melissa A.
3
Bolton, Ruth N.
3
Collier, Joel E.
3
Ferraro, Carla
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Gierl, Heribert
3
Groth, Markus
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Hellström, Daniel
3
Huang, Zhuowei
3
Larivière, Bart
3
Li, Yi
3
Paswan, Audhesh
3
Prentice, Catherine
3
Rui, Huaxia
3
Sands, Sean
3
Sousa, Rui
3
Torres, Edwin N.
3
Tsarenko, Yelena
3
Vakulenko, Yulia
3
Verma, Rohit
3
Vilnai-Yavetz, Iris
3
Walsh, Gianfranco
3
Witell, Lars
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Alavi, Sascha
2
Alkire, Linda
2
Amarnani, Rajiv K.
2
Anaya, Gerardo Joel
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Beatty, Sharon E.
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Benoit, Sabine
2
Black, William C.
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Journal of business research : JBR
2
Journal of retailing
2
Journal of retailing and consumer services
1
Journal of service management
1
Journal of service research
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Journal of the Academy of Marketing Science
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1
The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine
;
Lervik-Olsen, Line
;
Gustafsson, Anders
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
Saved in:
2
Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
1
,
pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
Saved in:
3
Consumer lying behavior in service encounters
Snyder, Hannah
;
Witell, Lars
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
141
(
2022
),
pp. 755-769
Persistent link: https://www.econbiz.de/10013168018
Saved in:
4
Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 294-314
Persistent link: https://www.econbiz.de/10013364286
Saved in:
5
Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.
;
Field, Joy M.
;
Fotheringham, Darima
; …
- In:
Journal of service research
24
(
2021
)
3
,
pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
Saved in:
6
Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.
;
Fombelle, Paul W.
;
Gregoire, Yany
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
Saved in:
7
The effect of frontline employees' personal self-disclosure on consumers' encounter experience
Andersson, Pernille K.
;
Gustafsson, Anders
;
Kristensson, Per
- In:
Journal of retailing and consumer services
30
(
2016
),
pp. 40-49
Persistent link: https://www.econbiz.de/10011473141
Saved in:
8
Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Bolton, Ruth N.
;
Gustafsson, Anders
;
McColl-Kennedy, …
- In:
Journal of service management
25
(
2014
)
2
,
pp. 253-274
Persistent link: https://www.econbiz.de/10010343471
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